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LifeCare® Call Center
Earns “Center of Excellence” Certification from Purdue
University
WESTPORT, Conn., March 28, 2007 – LifeCare®,
Inc., provider of comprehensive specialty care services
and a longtime leader in the work/life industry, announced
today that its Call Center has been recognized as a
Certified Center of Excellence by the Center for Customer-Driven
Quality™ at Purdue University. This certification
ranks LifeCare's Call Center in the top 10 percent of
the 20,000 call centers studied throughout North America.
LifeCare is the only company in the work/life industry
to earn this prestigious certification.
To earn the Center Of Excellence certification,
LifeCare's Call Center met objective, quantitative criteria
and passed audits led by Dr. Jon Anton, Adjunct Professor
at Purdue University and founder of the Center for Customer-Driven
Quality™. LifeCare's Call Center also demonstrated
superior operational efficiency, service level standards,
process management, customer satisfaction, leadership,
resources and employee training.
“A center that achieves certification
demonstrates a remarkable commitment to service excellence,”
said Dr. Anton. “Certification is such a distinction
because it is based on best-practice metrics drawn from
the Center for Customer-Driven Quality™ at Purdue
University database of contact center metrics, the largest
in the world. This achievement confirms the call center's
ability to deliver service that is both efficient and
effective.”
Located in Shelton, Connecticut, LifeCare's
Call Center employs more than 150 Specialists who provide
coaching, counseling, education and referrals to callers
24/7 regarding the full spectrum of work/life and specialty
care needs—including child care and parenting,
elder care, pregnancy and adoption, health and wellness,
legal and financial matters, education, balancing work
and family life and more. LifeCare's Call Center receives
hundreds of calls daily from the employees and members
of its 1,500 client organizations nationwide. On average,
96 percent of LifeCare's users consistently rate its
service “good” to “excellent.”
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The Center
for Customer-Driven Quality's seal of certification |
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“We're absolutely delighted to receive
this prestigious recognition from the Center for Customer-Driven
Quality,” said LifeCare CEO, Peter G. Burki. “We've
always known that our Specialists are among the best
in the industry in terms of their professionalism and
unwavering commitment to outstanding service. This certification
is something that every one of our Specialists can take
great pride in because they each have a personal stake
in it.”
“The entire Call Center team truly
is proud of this recognition from Purdue University,”
said Colleen McGrath, manager of operations at LifeCare's
Call Center. “It's gratifying to all of us to receive
such esteemed, independent affirmation of our commitment
to quality service.”
Notes to Editors
Peter G. Burki is available for interview.
About LifeCare®,
Inc.
LifeCare provides clients with specialty care services
and customized care plans for all aspects of their personal
and professional lives, including child care and parenting,
elder care and healthy aging, education and personal
growth, financial and legal matters, and far beyond.
LifeCare serves 1,500 client companies with 4.5 million
individuals within corporations, health plans, government
agencies and unions. For more information, visit www.lifecare.com.
About BenchmarkPortal
BenchmarkPortal is the custodian of the Purdue Research
Foundation database of contact center performance metrics,
the largest such database in the world. Data is collected
in conjunction with the Center for Customer-Driven Quality™
at Purdue University. In 2005, BenchmarkPortal received
U.S. Patent #6,877,034 for its unique methodology of
call center performance evaluation through metric gap
analysis. They provide reports, products and services
for contact centers in the areas of operational metrics,
customer satisfaction measurement and agent satisfaction
measurement. For further research information, visit
www.BenchmarkPortal.com.
Media contact: Michael Civiello
LifeCare, Inc.
pr1@lifecare.com
203-291-4170
Media contact for BenchmarkPortal: Susan
Hampton
SusanHampton@BenchmarkPortal.com
805-614-0123, extension 36
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